What if your customers came to expect the UNEXPECTED? What if every time your customer interacted with you they said, “WOW, I didn’t expect that but this is awesome!” How would that change the way your customers feel about you?
Companies do this all the time…the ones that are Customer Centric. They are the ones we can’t wait to interact with because we know it is going to be an awesome experience. They are the ones we have no anxiety about how we are going to be treated when we engage with them. And they are the ones we go out of our way to talk about to others…in person and on social media channels.
When over 70% of the discussion about companies is “experiential” in nature, this should tell us all something about what customers like to talk about…a lot.
Are your customers talking about the experience they had with your company and your people? Are they telling others about this experience on social channels and spreading word-of-mouth to your prospective customers? Are they your advocates in the market?
If your experience isn’t strong enough to get talked about you won’t be either. With this much conversation in the market about experiences, you don’t need more research…you need better experiences…totally awesome ones…ones that get talked about and shared with others. This is the NEW DIFFERENTIATOR in this internet revolution we are all living in today.
